This paper examines the implementation of telecommuting capabilities, from an operations management perspective. Based on experience of the Avaya Business Communications Consulting (BCC) team, the paper addresses the human resource, business control, and security components that need to be considered for a successful introduction of telecommuting in the contact center.

The use of telecommuting is sufficiently prevalent that no industry sector should have the notion that its contact center needs cannot be met through telecommuting. What is important is that any company considering the introduction of a home agent program should think of telecommuting as a business initiative, not just a technology extension. As a business system, the successful implementation of telecommuting requires the collaboration of business process design, human resource practices, technology, and management considerations.